Our average dispatch time is 2 – 7 business days from placing your order, for special labour intensive products such as package deals, built or setup models, we normally turn these round in 1 – 2 weeks.
Where products like complete built models are sold, we prefer customers to collect them from us, as this gives us the opportunity to test the equipment with you and ensure you are happy with it.
If the product you order is unexpectedly unavailable, or is going to take some time to come into stock, we will email you within a maximum of 2 business days, inform you of the situation and give you the opportunity to choose between waiting for the product to arrive, select an alternative product instead or cancel your order.
We do ship to international destinations, however, due to the large number of fraudulent orders, we do ask that all International customers email us with your requirements before placing your order. We will confirm your account details and also provide you with an estimate of the shipping costs at this time. Once you have created your account and had it verified, you are free to place orders with us as and when you wish.
For all Mainland UK customers, we offer free delivery on all orders over £35, those in outer or remote areas of the UK will be subject to a shipping surcharge, regardless of order value, please call us on 01225 722733 for an estimate.
We use a combination of the Royal Mail Postal Service and Couriers, the most appropriate shipping method for your order will be determined once you have placed your order. If you have any special shipping requirements, please call us on 01225 722733.
Damaged or Faulty Products
Damaged products including those damaged in shipping. If a delivery arrives at your door and is clearly damaged, Please refuse the delivery and call us on 01225 722733. If you receive damaged products please call us on 01225 722733. Please also retain all original packaging as if the products were damaged in shipping, the carrier often asks for sight of this during the processing a claim. Faulty or damaged products must be returned to us within 14 days of receipt, including an accompanying letter explaining the problem. We request all returns be send by recorded delivery.
Once damaged or faulty products have been received back by Phoenix Model Aviation Ltd, we will send them back to the supplier. Following examination by the supplier, and once we have received their determination, we will either replace or refund the product. If however, the determination from the supplier is that the product was damaged by the customer, no replacement or refund will be given.
Incorrectly Ordered Products
If you incorrectly ordered a product, or would like to return a product for any other reason than damage, Phoenix Model Aviation Ltd will not accept back any product which is not in both as-new condition and not in it’s complete undamaged original packaging. Refunds will only be given for the product itself as we will not refund postage charges associated with the return of the product to us.
If in the rare circumstances, you receive the wrong product, please call us on 01225 722733 with the details. Please also send the wrong product back to us as soon as possible. Once we receive the product back we will send you the correct one.
Please send all returns via recorded delivery to;
Phoenix Model Aviation Ltd
Norton St. Philip
Tel: 01225 722733